Head of Client Services – VKB Group Marketing and Communication, Bloemfontein at VKB Group

Key Responsibilities:

Client engagement strategies to drive satisfaction and loyalty

Acting as a senior point of contact for client escalations and high-priority accounts.

CRM System Management & Data-Driven Insight

• Oversee the effective use of our CRM system to manage client interactions, track engagement, and optimise service delivery.
• Ensure accurate and up-to-date client records, using data to improve customer experiences and drive strategic decisions.
• Analyse CRM reports to identify trends, service gaps, and opportunities for growth.
• Leverage CRM insights to improve client engagement.
• Work closely with operational teams to ensure seamless CRM integration and alignment across departments.
• Collaborate with internal teams to optimise CRM workflows, ensuring a smooth and data-driven approach to client services.
• Drive automation and process improvements within our CRM ecosystem to enhance efficiency and reduce manual tasks.
• Ensure company-wide adoption of the CRM system through training and best practices.

Service Delivery & Quality Assurance

• Ensure consistent and high-quality service delivery across all touchpoints.
• Work with internal teams to optimise processes and improve client experience.
• Monitor client feedback and implement improvements.

Strategic Growth & Retention

• Develop strategies for client retention and account growth.

Team Leadership & Development

• Lead and mentor a team of client service professionals.
• Foster a client-centric culture within the team.
• Set performance goals and conduct regular team evaluations.

Problem Resolution & Risk Management

• Proactively address client concerns and implement solutions.
• Anticipate risks and develop strategies to mitigate client churn.

Business Alignment & Reporting

• Align client service objectives with overall business strategy.
• Provide regular reports on client satisfaction, retention, and engagement.

Key Qualifications:

• Experience: 5+ years in client services, account management, or a related field, with leadership experience.
• Skills: Strong communication, negotiation, and problem-solving skills.
• Strategic Thinking: Ability to develop and implement client service strategies.
• Industry Knowledge: Familiarity with the agricultural sector and its customer expectations.
• Tech-Savvy: Comfortable with CRM systems and data-driven decision-making.

KPI’s:

Client Satisfaction & Retention

• Net Promoter Score (NPS) (Measures how likely clients are to recommend your business)
• Customer Satisfaction Score (CSAT) (Tracks client happiness with services)
• Client Retention Rate (Percentage of clients retained over time)
• Churn Rate (Percentage of clients lost - should be minimized)

CRM efficiency and adoption

• CRM Data Accuracy: Ensuring data hygiene and minimizing missing or outdated client information (% of complete client profiles).
• Client Interaction Frequency (Tracking touchpoints logged in CRM to ensure regular engagement).
• Response Time & Resolution Rate via CRM logs (Measuring how quickly client issues are logged and resolved).
• Customer Feedback Integration (Using CRM data to track and analyse client complaints, requests, and suggestions).
• Client Segmentation & Personalization Success (Measuring how well the CRM ecosystem helps tailor service to different client needs).
• CRM Adoption Rate (%) (Ensuring the team is actively using the system).
• Number of Manual vs. Automated Tasks (Increasing efficiency through automation within the CRM).
• Employee Training on CRM features (Ensuring staff is well-equipped to maximize CRM capabilities).

Operational Efficiency

• Response Time to Client Issues (Measures how quickly concerns are addressed)
• Resolution Time (How long it takes to resolve client problems)

Team Performance & Engagement

• Employee Engagement Score (Measures team satisfaction and alignment)
• Training & Development Progress (Tracks skill-building within the team)